Blog

Community engagement starts with a good pair of sneakers

Engagement is the Holy Grail of most community managers. And we expect to see at least a dotted line between our day-to-day activities and the engagement trend line. If engagement is flagging, first we round up the usual suspects. Is it the technology? Is it the personal preferences of our members? Did I say something wrong? Sometimes it's hard to diagnose why a particular community isn't thriving. And sometimes the roots of the problem go all the way back to before the community was...

Online community is the Swiss Army knife of customer satisfaction and retention

In a recent study from Leader Networks and CMX Media, customer satisfaction and retention were cited as the most important drivers of community. (For more about the report, see “ Keys to Community Readiness and Growth ”.) That’s a big shift from the oft-cited “reduce support costs” driver (which is still up there, at number three). So how do you structure your online community so that you maximize the opportunities to satisfy customers and keep them coming back? Listen to your customers It’s...

QuestionShark Reporting Improvements

This week, we will be rolling out a Hoop.la update that focuses on some really nice enhancements for QuestionShark, our customer support module. Let's review what's new: 1.  Support Queue The new Support Queue is accessible only by your support reps and allows them (and their managers) to easily triage all topics in the queue.  You can easily filter the queue by product, topic type, status, assigned rep, and more. 2. Beefier Advanced Reporting Stats for Support Topics If...

10 Point Community Tune-Up Checklist

It's the beginning of a new year, and whether your community is just getting started or has been around for years, it's always good to go into the shop for a tune-up once in a while. Here's a handy checklist you can use to make sure your online community continues to hum along throughout 2016 and beyond. 10 Point Community Tune-Up Checklist Terms of Service, legal - Have there been any changes in the last year that affect your TOS or legal position? New regulations? New lines of business?

Essential Podcasts for Community Managers

It's a new year, and that can only mean one thing. We have all tossed the clothes off the handles of our treadmills and are looking for good stuff to listen to while we meet those fitness goals. You're in luck, because I've found some podcasts that are specifically created for community managers. The Community Signal podcast is fairly new, but its host, Patrick O'Keefe, is an "OG" community manager. The podcast is nicely produced, and Patrick has access to great guests from around...

Hoop.la 2.0: Under The Hood

Now that Hoop.la 2.0 has been in the wild for about a month, I wanted to give a bit of a deeper look into the technical underpinnings that power the platform. The Hoop.la 2.0 release involved redesigning, from scratch, every single component of the front-end web interface and back-end control panel in order to make it fully responsive . The ultimate goal was to provide a unified, consistent experience regardless of what type of device you use: desktop computer, laptop, tablet,...

Transparent Pricing

Yesterday, we added some new pricing plans for Hoop.la , with the primary goal of making all of our pricing completely transparent and offering more support options.  Now, you can see the cost of everything we offer, including add-ons, right on our website . Note that existing customers will stay on their current plans, which are not changing. QuestionShark and UBB Forum Plans The first change we made was to scrap all standalone UBB Forum and QuestionShark plans.  UBB Forum and...

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